We are looking for a proactive CX Supervisor to oversee and ensure excellence in customer experience management by administering Contact Center operations, leading the customer service team, and monitoring performance indicators, ensuring compliance with service level agreements (SLAs) and quality standards established both internally and across the network.

Key Responsibilities

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- Oversee the team's daily performance, ensuring the quality and effectiveness of both telephone and digital customer interactions.

- Monitor key Contact Center performance indicators (KPIs), including response time, first contact resolution (FCR), answer rate, service level, and customer satisfaction.

- Implement continuous improvements to Contact Center processes and workflows to ensure an efficient, high-quality customer experience.

- Design and implement strategies to enhance the customer experience across all customer touchpoints.

- Manage customer satisfaction surveys, analyze results, and develop action plans to address areas for improvement.

- Serve as the liaison between customers and internal departments, ensuring the effective resolution of inquiries and issues.

- Supervise, motivate,



and develop the team of customer service agents by providing ongoing coaching, training, and regular feedback.

- Set individual and team performance goals, monitor progress, and recognize team achievements.

- Foster a customer-centric culture throughout the organization.

- Resolve customer complaints and issues, ensuring timely and satisfactory resolutions in compliance with applicable policies and regulatory standards.

- Prepare periodic reports on Contact Center performance, customer satisfaction surveys, customer feedback, studies, and other relevant metrics.

- Analyze trends and performance data to identify opportunities for improving processes and services.

Qualifications

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- Bachelor’s degree or equivalent higher education qualification is required.

- Minimum of 5 years of experience in related areas and customer management.

- Strong planning and analytical skills.

- Proficiency in Microsoft Office applications, particularly Excel.

- Strong verbal and written communication skills in English are required.

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📌 CX Supervisor (Lo Barnechea)
🏢 OMODA | JAECOO Chile
📍 Lo Barnechea